Vacancy at The Dangote Group for a Field Support Engineer

Employment Nigeria 01-Dec-2017 CROSS RIVER , CALABAR , Engineering IT and Telecoms Customer Service

The Dangote Group a diversified conglomerate with interests across : Cement, Sugar, Flour, Salt, Pasta, Beverages, Noodles, Poly Products, Transportation and real estate with new initiatives in the Oil and Gas, Telecommunication, Fertilizer and Steel sector of the economy.

POSITION : Field Support Engineer

Description

Field Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

Properly escalate unresolved issues to appropriate internal teams
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Document technical knowledge in the form of notes and manuals
Maintain positive relationships with clients

Requirements

B.Sc degree in Information Technology, Computer Science or relevant field
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (eg. SpiceWorks)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Job is located in Cross River State. Must be willing to relocate to Calabar! Relocation expenses not covered

Sorry the application deadline for this job has elapsed

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Vacancy at The Dangote Group for a Field Support Engineer

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